Home Insurance FAQs

Home insurance refers to either contents insurance or buildings insurance or a combination of both.

Buildings insurance covers the building, including any outbuildings such as sheds. Buildings insurance generally covers your home against risks including flood, fire and subsidence.

Contents insurance covers the possessions in your home. Contents insurance will cover you against your belongings being stolen and some policies may cover you if something in your home is damaged by accident.

Buildings and contents insurance can be sold separately, but if you need to make a claim, having buildings and contents insurance from the same insurer helps make the process easier.

The amount you pay for home insurance is calculated by looking at many different factors including your home’s location, size, construction type and security levels; the value of your contents; and your claims history.

Essentially, the higher the risk of loss or damage to your property, and the higher the value of the property and the contents, the more you’ll have to pay to insure them.

If your home is seriously damaged – due to flood, for example – we'll find alternative accommodation, similar to your own, for you to live in until you can return home. Limits vary depending on your level of cover.

If it is safe to do so, you should take steps to limit the damage where possible – for example move furniture out of standing water or switch off your water supply to stop a leak.

Student Cover is included on our Specialist Home Insurance cover and can be added to all of our Bronze, Silver and Gold cover levels. It protects the contents, personal possessions and pedal cycles taken away from the home by a member of your family who is studying at university, college or school. Gadgets like laptops, mobile phones and headphones will need additional Gadget Cover.

Yes, 'valuables' are non-household goods, such as:

If you need to make a Home Insurance claim, call us or make a claim online.

For a Specialist Home Insurance claim, call us on 0800 916 6890 (we’re open 9am to 5pm Monday to Friday).

The claims handler will take your personal details and check your policy.

We’ll either repair your goods, replace them with new items, or pay out a sum equal to the cost we would have to pay for repair or replacement.
 

We are working with our suppliers to keep any disruption to our claims process to a minimum; however, our repairers will keep you updated if there are any possible delays relating to your individual repair, such as a delay to sourcing parts or materials.

 

If you want to temporarily house refugees who have been displaced from the conflict in Ukraine as non-paying guests in your home, you do not need to inform us and your cover will remain the same.

This applies for the first 12 months of any Ukrainian refugees living with you, including when your policy is due for renewal. After 12 months, if any Ukrainian refugees are still living with you, then you need to let us know when you next renew your policy. Please contact us if you are enquiring about refugees not displaced from Ukraine.

If you’re looking to lower the cost of your home insurance policy, the first step could be to review the level of cover you have in place. You may find a lower level of cover meets your needs. Information on our different cover levels can be found here.

If your circumstances change, you can adjust your add-ons at any time during the term of your policy and there’ll be no admin fees or hidden charges. 

It’s important to ensure that your home insurance policy meets your needs and that any information you provide us is correct. If your details are incorrect, your policy may be invalid or it could be cancelled and you might not be entitled to a refund for the premium you paid. If your information isn’t accurate and you submit a claim, we may also reject payment or your payment could be reduced.

We’re happy to help if you want to speak to us about your options. You can find our contact details here.

 

If you’re facing financial difficulties, support is available from the following organisations:

 

Step Change

www.stepchange.org

0800 138 1111 (Monday to Friday, 8am to 8pm and Saturday, 8am to 4pm)

 

Citizens Advice

www.citizensadvice.org.uk/debt-and-money

0800 144 8848

 

Money Helper

www.moneyhelper.org.uk

0800 138 7777 (Monday to Friday, 8am to 6pm)

John Lewis Finance and John Lewis Insurance are trading names of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England and Wales (Registered Company Number 233462).

John Lewis Finance, John Lewis Home Insurance and John Lewis & Partners are all trading names of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England and Wales (Registered Company Number 233462). John Lewis plc is an appointed representative of Munich Re Digital Partners Limited, a company authorised and regulated by the Financial Conduct Authority to carry on insurance distribution activities.

John Lewis Finance, John Lewis Insurance and John Lewis & Partners are all trading names of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England and Wales (Registered Company Number 233462). John Lewis plc is an appointed representative (Financial Conduct Authority no. 416011) of Covea Insurance plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registration no. 202277). John Lewis Specialist Home Insurance is underwritten by Covea Insurance plc. Registered Office: Norman Place, Reading, Berkshire RG1 8DA. Registered in England and Wales (registration no. 613259).

Copyright © John Lewis Partnership
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